Complete ripoff. I bought their travel insurance this past August for a short 5 day trip to Minnesota. I became very ill when I arrived and had to go to the hospital for 2 weeks and major heart surgery. From the first time I contacted CSA, they engaged in a process of slow rolling any information, provided no assistance travel wise and made unreasobable physical demands on me to conform to their misleading claims process They sent me forms via email which I could only access with my phone during my hospitalization requiring me to sign and fax them authirization forns to start a claim. I told them over and over, that I was seriously ill and facing major heart surgery yet they insisted I had to find some way to print out their medical claims forms, sign them, and fax back to them from my hospital bed with accompanying supporting documentation and receipts!

Once I was discharged from the hospital, being in a city away from home and with no transportation and recovering from surgery, I took taxis to the local Fedex office to print, sign and fax them their medical claims and travel expense forms, and even though their policy claims to cover local transportation, they refused to reimburse any expenses incurred, medical or local travel, claiming they were not covered.

It was very important for me to return home to Maryland to follow up with my doctors, CSA offered no help or assistance whatsoever rebooking my return flight, telling me over and over they were trying to figure out the best way for me to get home. After a week of asking for their help, I finally made and paid for my own return flight to MD as I had to keep informing them the only way I was going to get home was to fly home.

The day before my flight after I continuously told them they provided no assistance whatsoever, they upgraded my reservation and offered wheel chair assistance. I would still be in Minnesota while they tried to figure out how to book a flight for me. I assembled 25 pages of receipts and faxed them only to be told I had to mail them to CA! They recanted and then said a fax was ok and then denied payment of all expenses besides my air change fee. They caused me tremendous stress after enduring heart bypass surgery and were difficult and unreasobable to deal with. Horrible experience.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from the rest.

AUTHOR: kv - (United States of America)

SUBMITTED: Friday, November 09, 2012

POSTED: Friday, November 09, 2012

Your response is superficial and right from the corporate communications manual to try to appear sincere for the benefit of social media relations. Neither CSA nor OPS@europassistance-usa have contacted me to correct your mistakes, reimburse me for legitimate expenses accompanied by original detailed receipts, or acknowlege your errors and campaign of misleading insurance contracts for the express purpose to sell inferior products simply as a revenue generating insurance scam.

I have retained all emails and attachments from the first date of contact onward should you try to contradict the facts. Your assertion that CSA has dealt with the problem internally is nothing more than media spin for whitewash. Your Medical Expense claim forms are proof of your deliberate attempts to derail any real claims for expenses incurred and your rejection of all submitted expenses, even those expenses incurred at the demand of OPS and CSA before any claims processing would be started and subsequently rejected all claims for reimbursement claiming they were outside the travel dates, even though it was well documented that I was delayed 2 weeks beyond my original travel date as confirmed by provided hospital discharge documents and follow up medical visit prior to my return flight home.

AUTHOR: CSA Travel Protection - (United States of America)

Our medical assistance provider, Europ Assistance USA, recognizes that the delay in obtaining medical information and updating you on your travel options had a negative impact on your confidence in our services.

In addition, the inaccurate information you received regarding how to file your claim was unacceptable. We assure you that action has been taken internally to prevent this situation from occurring again.

We realize this does not change the outcome of your experience with CSA and EA USA, but we do take our customer's concerns and complaints very seriously. We offer our sincerest apologies.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from the rest.